Method and system of diagnosing a video condition experienced at a customer premises

ABSTRACT

A test controller can be operable to diagnose a video condition experienced at a customer premises. The test controller can include a port coupled to the customer premises. The test controller can also include a processor operable to activate a diagnosis sequence, send a set of questions to equipment at the customer premises, and isolate a cause of the video condition to a portion of the network, in response to receiving test a video access device can include a first port coupled to particular test equipment and a second port coupled to video access devices. The test controller can be part of a system that includes methods used to diagnose the video condition experienced at the customer premises.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.13/949,717, filed Jul. 24, 2014, which is a continuation of U.S. patentapplication Ser. No. 13/024,055 filed Feb. 9, 2011, now U.S. Pat. No.8,520,532 which is a continuation of U.S. patent application Ser. No.11/970,934 filed Jan. 8, 2008, now U.S. Pat. No. 7,908,632, thedisclosures of all of which are incorporated herein by reference intheir entirety.

FIELD OF THE DISCLOSURE

The present disclosure relates to methods and systems of diagnosingvideo conditions experienced at one or more customer premises.

BACKGROUND

Delivery of services provided to customers of a network is becoming morecompetitive as the number of service offerings increases. Many serviceproviders provide telephone services, Internet access, video services,other appropriate services, or any combination thereof to customers.These services may be provided to the customer's premises via apacket-switched network.

A customer of the service provider may be able to detect quality ofexperience issues at the customer premises before any alarms or alertsare detected within the service provider's work center or other offices.The information provided by the customer may be in the customer's ownwords which may be difficult for the service provider to use because theinformation may not be in a format that is useful to the serviceprovider. Also, the service provider may need to dispatch a technicianto address the quality of experience issues at the customer premises.When a technician is dispatched, the service provider incurs significantcosts related travel time to and from the remote location where aparticular video access device is located. The various issues withunderstanding quality of experience issues as described by a customerand dispatching technicians can significantly impact a serviceprovider's ability to provide the highest quality service to thecustomer and to address quality of experience issues much faster. Suchissues can result in loss of existing customers due to problems takingsignificant time to address, increased costs to the service provider, orthe like.

BRIEF DESCRIPTION OF THE DRAWINGS

Skilled artisans will appreciate that for simplicity and clarity ofillustration, elements illustrated in the Figures have not necessarilybeen drawn to scale. For example, the dimensions of some of the elementsare exaggerated relative to other elements. Embodiments incorporatingteachings of the present disclosure are shown and described with respectto the drawings presented herein, in which:

FIG. 1 includes a block diagram illustrating an embodiment of anInternet protocol television system;

FIG. 2 includes a block diagram illustrating some of the connectionsbetween the customer premises and other portions of a network thatsupports the Internet protocol television system;

FIG. 3 includes an illustration of equipment that can be used at acustomer premises;

FIG. 4 includes a block diagram illustrating a system operable todiagnose a video condition at the customer premises;

FIGS. 5 and 6 include a flow diagram illustrating a method of diagnosinga video condition experienced at the customer premises; and

FIG. 7 includes a block diagram of an illustrative embodiment of ageneral computer system.

The use of the same reference symbols in different drawings indicatessimilar or identical items.

DETAILED DESCRIPTION OF THE DRAWINGS

The numerous innovative teachings of the present application will bedescribed with particular reference to the presently preferred exemplaryembodiments. However, understand that this class of embodiments providesonly a few examples of the many advantageous uses of the innovativeteachings herein. In general, statements made in the specification ofthe present application do not necessarily delimit any of the variousclaimed inventions. Moreover, some statements may apply to someinventive features but not to others.

FIG. 1 includes an illustration of an Internet protocol television(“IPTV”) system 100 including a client facing tier 102, an applicationtier 104, an acquisition tier 106, and an operations and management tier108. Each tier 102, 104, 106, and 108 is coupled to one or both of aprivate network 110 and a public network 112. For example, the clientfacing tier 102 can be coupled to the private network 110, while theapplication tier 104 can be coupled to the private network 110 and to apublic network, such as the Internet. The acquisition tier 106 can alsobe coupled to the private network 110 and to the public network 112.Moreover, the operations and management tier 108 can be coupled to thepublic network 112.

The various tiers 102, 104, 106 and 108 communicate with each other viathe private network 110 and the public network 112. For instance, theclient-facing tier 102 can communicate with the application tier 104 andthe acquisition tier 106 via the private network 110. The applicationtier 104 can also communicate with the acquisition tier 106 via theprivate network 110. Further, the application tier 104 can communicatewith the acquisition tier 106 and the operations and management tier 108via the public network 112. Moreover, the acquisition tier 106 cancommunicate with the operations and management tier 108 via the publicnetwork 112. In a particular embodiment, elements of the applicationtier 104 can communicate directly with the client-facing tier 102.

The client-facing tier 102 can communicate with user equipment via aprivate access network 166, such as an IPTV network. In an illustrativeembodiment, modems, such as a first modem 114 and a second modem 122,can be coupled to the private access network 166. The client-facing tier102 can communicate with a first representative set-top box (“STB”)device 116 via the first modem 114 and with a second representative STBdevice 124 via the second modem 122. The client-facing tier 102 cancommunicate with a large number of STBs over a wide geographic area,such as a regional area, a metropolitan area, a viewing area, or anyother suitable geographic area that can be supported by networking theclient-facing tier 102 to numerous STB devices. In one embodiment, theclient-facing tier 102 can be coupled to the modems 114 and 122 viafiber optic cables. Alternatively, the modems 114 and 122 can be digitalsubscriber line (“DSL”) modems that are coupled to one or more networknodes via twisted pairs, and the client-facing tier 102 can be coupledto the network nodes via fiber-optic cables. Each STB device 116 and 124can process data received from the private access network 166 via anIPTV software platform, such as Microsoft® TV IPTV Edition.

The first STB device 116 can be coupled to a first display device 118,such as a first television monitor, and the second STB device 124 can becoupled to a second display device 126, such as a second televisionmonitor. Moreover, the first STB device 116 can communicate with a firstremote control 120, and the second STB device can communicate with asecond remote control 128. In an exemplary, non-limiting embodiment,each STB device 116 and 124 can receive data or video from theclient-facing tier 102 via the private access network 166 and render ordisplay the data or video at the display device 118 or 126 to which itis coupled. The STB devices 116 and 124 thus may include tuners thatreceive and decode television programming information for transmissionto the display devices 118 and 126. Further, the STB devices 116 and 124can include an STB processor 170 and an STB memory device 172 that isaccessible to the STB processor. In a particular embodiment, the STBdevices 116 and 124 can also communicate commands received from theremote controls 120 and 128 back to the client-facing tier 102 via theprivate access network 166.

In an illustrative embodiment, the client-facing tier 102 can include aclient-facing tier (“CFT”) switch 130 that manages communication betweenthe client-facing tier 102 and the private access network 166 andbetween the client-facing tier 102 and the private network 110. Asshown, the CFT switch 130 is coupled to one or more data servers 132that store data transmitted in response to user requests, such asvideo-on-demand (“VOD”) content. The CFT switch 130 can also be coupledto a terminal server 134 that provides terminal devices, such as a gameapplication server and other devices with a common connection point tothe private network 110. In a particular embodiment, the CFT switch 130can also be coupled to a VOD server 136.

The application tier 104 can communicate with both the private network110 and the public network 112. In this embodiment, the application tier104 can include a first application tier (“APP”) switch 138 and a secondAPP switch 140. In a particular embodiment, the first APP switch 138 canbe coupled to the second APP switch 140. The first APP switch 138 can becoupled to an application server 142 and to an OSS/BSS gateway 144. Theapplication server 142 provides applications to the STB devices 116 and124 via the private access network 166, so the STB devices 116 and 124can provide functions, such as display, messaging, processing of IPTVdata and VOD material. In a particular embodiment, the OSS/BSS gateway144 includes operation systems and support (“OSS”) data, as well asbilling systems and support (“BSS”) data.

The second APP switch 140 can be coupled to a domain controller 146 thatprovides web access, for example, to users via the public network 112.The second APP switch 140 can be coupled to a subscriber and systemstore 148 that includes account information, such as account informationthat is associated with users who access the system 100 via the privatenetwork 110 or the public network 112. In a particular embodiment, theapplication tier 104 can also include a client gateway 150 thatcommunicates data directly to the client-facing tier 102. In thisembodiment, the client gateway 150 can be coupled directly to the eFTswitch 130. The client gateway 150 can provide user access to theprivate network 110 and the tiers coupled thereto.

In a particular embodiment, the STB devices 116 and 124 can access thesystem via the private access network 166 using information receivedfrom the client gateway 150. The private access network 166 providessecurity for the private network 110. User devices can access the clientgateway 150 via the private access network 166, and the client gateway150 can allow such devices to access the private network 110 once thedevices are authenticated or verified. Similarly, the client gateway 150can prevent unauthorized devices, such as hacker computers or stolen STBdevices, from accessing the private network 110, by denying access tothese devices beyond the private access network 166.

For example, when the STB device 116 accesses the system 100 via theprivate access network 166, the client gateway 150 can verify subscriberinformation by communicating with the subscriber and system store 148via the private network 110, the first APP switch 138 and the second APPswitch 140. Further, the client gateway 150 can verify billinginformation and status by communicating with the OSS/BSS gateway 144 viathe private network 110 and the first APP switch 138. The OSS/BSSgateway 144 can transmit a query across the first APP switch 138, to thesecond APP switch 140, and the second APP switch 140 can communicate thequery across the public network 112 to the OSS/BSS server 164. After theclient gateway 150 confirms subscriber and/or billing information, theclient gateway 150 can allow the STB device 116 access to IPTV contentand VOD content. If the client gateway 150 cannot verify subscriberinformation for the STB device 116, such as because it is connected to adifferent twisted pair, the client gateway 150 can deny transmissions toand from the STB device 116 beyond the private access network 166.

The acquisition tier 106 includes an acquisition tier (“AQT”) switch 152that communicates with the private network 110. The AQT switch 152 canalso communicate with the operations and management tier 108 via thepublic network 112. In a particular embodiment, the AQT switch 152 canbe coupled to a live acquisition server 154 that receives televisioncontent, for example, from a broadcast service 156. Further, the AQTswitch 152 can be coupled to a VOD importer server 158 that storestelevision content received at the acquisition tier 106 and communicatethe stored content to the client-facing tier 102 via the private network110.

The operations and management tier 108 can include an operations andmanagement tier (“OMT”) switch 160 that conducts communication betweenthe operations and management tier 108 and the public network 112. Inthe illustrated embodiment, the OMT switch 160 is coupled to a TV2server 162. Additionally, the OMT switch 160 can be coupled to anOSS/BSS server 164 and to a simple network management protocol (“SNMP”)monitor 163 that monitors network devices. In a particular embodiment,the OMT switch 160 can communicate with the AQT switch 152 via thepublic network 112.

In a particular embodiment, during operation of the IPTV system, thelive acquisition server 154 can acquire television content from thebroadcast service 156. The live acquisition server 154 in turn cantransmit the television content to the AQT switch 152, and the AQTswitch 152 can transmit the television content to the CFT switch 130 viathe private network 110. Further, the television content can be encodedat the D-servers 132, and the CFT switch 130 can communicate thetelevision content to the modems 114 and 122 via the private accessnetwork 166. The STB devices 116 and 124 can receive the televisioncontent from the modems 114 and 122, decode the television content, andtransmit the content to the display devices 118 and 126 according tocommands from the remote control devices 120 and 128.

Additionally, at the acquisition tier 106, the VOD importer server 158can receive content from one or more VOD sources outside the IPTV system100, such as movie studios and programmers of non-live content. The VODimporter server 158 can transmit the VOD content to the AQT switch 152,and the AQT switch 152 in turn can communicate the material to the CFTswitch 130 via the private network 110. The VOD content can be stored atone or more servers, such as the VOD server 136.

When a user issues a request for VOD content to the STB device 116 or124, the request can be transmitted over the private access network 166to the VOD server 136 via the CFT switch 130. Upon receiving such arequest, the VOD server 136 can retrieve requested VOD content andtransmit the content to the STB device 116 or 124 across the privateaccess network 166 via the CFT switch 130. In an illustrativeembodiment, the live acquisition server 154 can transmit the televisioncontent to the AQT switch 152, and the AQT switch 152 in turn cantransmit the television content to the OMT switch 160 via the publicnetwork 112. In this embodiment, the OMT switch 160 can transmit thetelevision content to the TV2 server 162 for display to users accessingthe user interface at the TV2 server. For example, a user can access theTV2 server 162 using a personal computer (“PC”) 168 coupled to thepublic network 112.

The domain controller 146 communicates with the public network 112 viathe second APP switch 140. Additionally, the domain controller 146 cancommunicate via the public network 112 with the PC 168. For example, thedomain controller 146 can display a web portal via the public network112 and allow users to access the web portal using the PC 168. Further,in an illustrative embodiment, the domain controller 146 can communicatewith at least one wireless network access point 178 over a data network176. In this embodiment, each wireless network access device 178 cancommunicate with user wireless devices, such as a cellular telephone180.

In a particular embodiment, the STB devices can include an STB computerprogram 174 that is embedded within the STB memory device 172. The STBcomputer program 174 can contain instructions to receive and execute atleast one user television viewing preference that a user has entered byaccessing an Internet user account via the domain controller 146. Forexample, the user can use the PC 168 to access a web portal maintainedby the domain controller 146 via the Internet. The domain controller 146can query the subscriber and system store 148 via the private network110 for account information associated with the user. In a particularembodiment, the account information can associate the user's Internetaccount with the second STB device 124. For instance, in an illustrativeembodiment, the account information can relate the user's account to thesecond STB device 124 by associating the user account with an IP addressof the second STB device 124, with data relating to one or more twistedpairs connected with the second STB device 124, with data related to oneor more fiber optic cables connected with the second STB device 124,with an alphanumeric identifier of the second STB device 124, with anyother data that is suitable for associating second STB device 124 with auser account, or with any combination of these.

FIG. 2 includes an illustration of a portion of an exemplary network 200that can be used to deliver digital content, such as IPTV using the IPTVsystem 100 in FIG. 1, to a customer. The network can include a super huboffice (“SHO”) 220 that is bidirectionally coupled to an Internetprotocol backbone (“BB”) 222 that is bidirectionally coupled to each ofthe Internet 224 and a video hub office (“VHO”) 226. In one embodiment,streaming video content provided from national broadcasting networks(e.g., ABC™, CBS™, CNN™, HBO™, etc.) can be sent to and received by theSHO 220. Streaming video content from local broadcasting networks can besent to and received by the VHO 226. VOD content can be received by andstored within the VHO 226. Internet access can be established via the BB222 to the Internet 224. Such Internet access can be useful forobtaining files, making calls, requesting other content, or anycombination thereof by a customer at the customer premises.

Continuing with the network 200, an intermediate office (“IO”) 242 is bydirectionally coupled to the VHO 226 and a central office (“CO”) 244.The CO 244 is bidirectionally coupled to a video access device (“V AD”)262. The V AD 262 can be a digital subscriber line access multiplexer, avideo ready access device, or the like. The video access ready device issimilar to the digital subscriber line access multiplexer but the videoaccess ready device is particularly designed for streaming broadcastvideo for IPTV. The VAD 262 is bidirectionally coupled to customerpremises equipment (“CPE”) 282.

Portions of the network 200 can be broken down into smaller networks forpurposes of maintaining the network 200. For example, the portion ofnetwork 200 that is upstream of the V AD 262 can be referred to as thevideo transport network, the portion of the network 200 from the V AD262 to the customer premises can be referred to as the access network,and the portion of the network 200 within the customer premises can bereferred to as the customer premises network.

After reading this specification, skilled artisans will appreciate thatmany different network configurations are possible. For example, VODcontent may be accessed by a customer via the Internet 224 or the SHO220, instead of the VHO 226. No intermediate office or a plurality ofintermediate offices similar to the IO 242 may be used. More than oneSHO or VHO may also be used. Thus, the particular implementation of anetwork used to provide services to a customer is variable and can betailored to the needs or desires of a network operator. Therefore, thenetwork 200 in FIG. 2 is merely for purposes of illustration and is notto be construed as limiting the scope of the present invention.

FIG. 3 includes an illustration of exemplary customer premises equipmentthat can be used at the customer premises. Within the customer premises,a signal can be from the VAD 262 received at a network interface device(“NID”) 304. The NID 304 is typically located outside of a building atthe customer premises (to the right of the dashed line 306 in FIG. 3).The residential gateway (“RG”) 302 and other equipment at the customerpremises to the left of the dashed line can be located within one ormore buildings at the customer premises.

The NID 304 can allow the signal to pass to the RG 302, which in turncan route the signal to a particular device or other equipment withinthe customer premises. The RG 302 may include a variety of connectionsto allow different devices, different communication media, or anycombination thereof to be used. For example, the RG 302 may beconfigured to work with a coaxial cable, a Category Five cable, aCategory Three cable, a wireless transceiver, another suitable mediumfor transporting a signal, or any combination thereof. The RG 302 can bebidirectionally coupled to a STB 322 that can be coupled to a monitor324, such as a television. The RG 302 can be by directionally coupled toa desktop computer 342 via a wireline connection, to a portable device344 (e.g., a laptop computer, a personal digital assistant, a cellularphone, or another device that includes a processor), or any combinationthereof. The RG 302 can be bidirectionally coupled to a telephone 362via a wireline connection. In another embodiment, more or fewer devices,another type of device, or any combination thereof may be located at thecustomer premises and may be coupled to the RG 302.

The NID 304 can include terminals that allow service provider equipment308 to be coupled to the V AD 262, the RG 302, or both. The serviceprovider equipment 308 can include test equipment or may include otherequipment to replicate a function of a device within the building (tothe left of the dashed line 306 in FIG. 3) at the customer premises.

FIG. 4 includes a functional block diagram of an architecture for asystem 400 that can be used to diagnose a video condition at a customerpremises. In a particular embodiment, for a video content can betransmitted as a packetized video broadcast stream. The system 400includes a test controller 302 that is bidirectionally coupled to theSHO 220 and equipment at two different customer premises (“CP”), namelyCP 462 and CP 464. The test controller 402 can be coupled to equipmentat other CPs that are not illustrated. The coupling can includecommunicatively coupled, and therefore, the coupling can include director indirect connections or a variety of paths. After reading thisspecification, skilled artisans will appreciate that the system can betailored to the particular needs or desires of a service provider.

As will be described in more detail, the test controller 402 can commanda set of questions to be transmitted to CP 462 and CP 464, another CP,or any combination of CPs. In an embodiment, the transmission path couldstart at the SHO 220. The set of questions can be transmitted over avideo transmission channel (e.g., a broadcast channel) or using adifferent transmission medium (e.g., over the Internet or as a phonecall).

Attention is now directed to an exemplary, non-limiting method of usinga system described herein to diagnose a video condition experienced at acustomer premises. The method will be described in reference to FIGS. 2to 4. After reading this specification, skilled artisans will appreciatethat many different methods can be used and not depart from the conceptsdescribed herein.

The method can include receiving a notification of a video conditionexperienced at a CP, such as the CP 462. The notification can be sent tothe test controller 402 by the service provider equipment 308 or any ofequipment at the CP 462 (see equipment to the left of the dashed line306 in FIG. 3). In response to receiving the notification, the testcontroller 402 can activate a diagnosis sequence. The sequence caninclude sending the set of questions 406 to the CP 462. After receivingthe responses from the CP 462, the test controller 402 can isolate thecause of the problem to a portion of the network. FIGS. 5 and 6 areprincipally directed to the diagnosis sequence.

The method can include determining whether video signals are displayedon different types of channels at the CP, at decision tree 502 in FIG.5. In one embodiment, a customer may check all channels, in anotherembodiment, the customer may check one or a few channels within eachtype of channels, and in a further embodiment, the customer may checksome but not all of the types of channels. For example, the customer maytest a national broadcast channel, a local broadcast channel, apay-per-view channel, a channel corresponding to a special subscriptionpackage, or any combination thereof. The service provider can determinehow extensively, which particular types of channels, or which channelthe customer is to check for video signals.

If the CP is displaying video on the different types of channels (“Yes”branch from decision tree 502), the method can also include determiningwhether there is any distortion, at decision tree 522. Distortion caninclude choppy movement of people or things as seen in the video image,incorrect color balance, noise (e.g., a grainy image), another visiblyperceptible issue with the video image as experienced by the customer,or any combination thereof. If there is no distortion, then a customerissue outside the scope of this specification may be present (see block542). The test controller 402 may route the customer to a customer carecenter or other appropriate service center of the service provideroperating the network 200. At this point the method for addressing thevideo condition as experienced by the customer may no longer be handledby the system 400.

If there is distortion (“Yes” branch from decision tree 522), the methodcan further include whether there is distortion on different types ofchannels, at decision tree 524 in FIG. 5. The acts performed in makingthe determination can be any of those previous described with respect tothe decision tree 502, except that the determination is made on thebasis of distortion rather than the presence or absence of video signalsbeing displayed. The acts used for the decision tree 524 may be the sameor different from the acts used for decision tree 502.

If there is distortion on the different types of channels (“Yes” branchfrom decision tree 524), the method can still further includedetermining whether other CPs of the V AD are affected, at decision tree562. In a particular embodiment as illustrated in FIG. 4, the method upto this point may have been directed to a video condition at CP 462. CP464 may also be experiencing a similar problem. CP 462 and CP 464 arecoupled to V AD 262. If another CP is affected (“Yes” branch of decisiontree 562), the method can include checking the affected VAD, at block564 in FIG. 6. The test controller 402 may perform or have activated atest or repair procedure for the V AD 262. Otherwise, a work center forthe service provider can be notified of the issue, and a technician maybe dispatched to the VAD 262. If another CP is not affected (“No” branchof decision tree 562), the method can include checking the CP line sideof the VAD, at block 566 in FIG. 5. The line from the VAD 262 to the NID304 and corresponding connections can be checked. If the test controller402 cannot check the line and its corresponding connections, then thework center for the service provider can be notified of the issue, and atechnician may be dispatched to address the issue.

If there is not a video signal on any particular channel (“No” branchfrom decision tree 502 in FIG. 5) or if there is no distortion on anyparticular channel (“No” branch from decision tree 524), the method cancontinue with the flow in FIG. 6 to more particularly isolate theportion of the network where the cause of the problem resides.

The method can include determining the local broadcast channel(s)examined are okay, at decision tree 602. For any channel addressedherein, the channel is okay if the video signals are received by thechannel without any perceptible distortion (i.e., as perceived by thecustomer or another human). Otherwise, the channel is not okay.

If the local broadcast channels are not okay (“No” branch of decisiontree 602), the method can include determining whether all other channelsexamined are okay, at decision tree 622. The other channels examined mayinclude the channels examined when performing the determination atdecision tree 502 (in FIG. 5), 504, or both.

If all other channels examined are okay (“Yes” branch of decision tree622 in FIG. 6), the method can include checking the VHO, at block 624 inFIG. 6. The test controller 402 may check the equipment at the VHO 226or the connections between the local broadcasters and equipment withinthe VHO 226. In a non-limiting embodiment, a multiplexer or otherswitching equipment may not be working or otherwise providing a properconnection to equipment at the IO 242 (in FIG. 2) or the CO 244 (in FIG.4). Alternatively, the test controller 402 may provide a notification toa work center that a problem at the VHO 226 has been detected andfurther investigation may be needed

If the local broadcast channel(s) examined are okay (“No” branch ofdecision tree 602) or at least one other channel is not okay (“No”branch of decision tree 622), the method can include determining whetherthe national broadcast channel(s) examined are okay, at decision tree642. If the national broadcast channel(s) examined are not okay (“No”branch of decision tree 642), the method can include checking the SHO,at block 644 in FIG. 6. The test controller 402 may check the equipmentat the SHO 220 or the connections between the national broadcasters andequipment within the SHO 220. In a non-limiting embodiment, amultiplexer or other switching equipment may not be working or otherwiseproviding a proper connection to equipment at the VHO 246.Alternatively, the test controller 402 may provide a notification to awork center that a problem at the SHO 220 has been detected and furtherinvestigation may be needed.

If the national broadcast channels examined are okay (“Yes” branch ofdecision tree 642 in FIG. 6), the method can include checking the VODsystem or another channel, at block 666 in FIG. 6. The test controller402 may check the VOD system, such as a VOD server, a VOD database orthe connections between the VOD system and the network 200, or the like.In a non-limiting embodiment, a multiplexer or other switching equipmentmay not be working or otherwise providing a proper connection betweenthe VOD system and another part of the network. Similar or differentactions may be taken if a different channel, and not the VOD system, isaffected. Alternatively, the test controller 402 may provide anotification to a work center that a problem with the VOD system or thedifferent channel has been detected and further investigation may beneeded.

In another embodiment, the methodology described above may be performedby a technician dispatched to the customer premises. The technician mayconnect the service provider equipment 308 in FIG. 3 to the NID 304 thatis located outside the building. The service provider equipment 308 maybe similar to or different from the CPE (equipment to the left of thedashed line 306). If the problem continues to exist but does not occurwith the service provider equipment 308, the problem likely has a causethat is located within the building and can include the CPE, connectionsbetween the CPE and the NID 304, or any combination thereof.

In other embodiments, additional or different activities can beperformed. For example, the method can include correlating channels withproblems to a database having customer information. The cause of theproblem could be that the customer is attempting to access a channel notwithin the customer's current subscription plan. Alternatively, adecision tree for different types of channels can be included, such as apay-per-view channel, a premium service channel, another channel, or anycombination thereof. After reading this specification, skilled artisanswill appreciate that the method and system can be tailored to thespecific needs or desires of a particular service provider.

The system and (e.g., the test controller 402, the equipment at the SHO220, VHO 226, IO 242, CO 244, V AD 262, etc.) described herein can beimplemented using a general computing system, and the methods describedcan be carried out by the general computing system that may be locatedwithin the network.

FIG. 7 includes an illustrative embodiment of a general computer system700. The computer system 700 can include a set of instructions that canbe executed to cause the computer system 700 to perform anyone or moreof the methods or computer based functions disclosed herein. Thecomputer system 700 may operate as a standalone device or may beconnected, such as by using a network, to other computer systems orperipheral devices.

In a networked deployment, the computer system may operate in thecapacity of a server or as a client user computer in a server-clientuser network environment, or as a peer computer system in a peer-to-peer(or distributed) network environment. The computer system 700 can alsobe implemented as or incorporated into various devices, such as adesktop PC, a laptop PC, an STB, a personal digital assistant (“PDA”), amobile device, a palmtop computer, a laptop computer, a desktopcomputer, a communications device, a wireless telephone, a wirelinetelephone, a control system, a camera, a scanner, a facsimile machine, aprinter, a pager, a personal trusted device, a web appliance, a networkrouter, switch or bridge, or any other machine capable of executing aset of instructions (sequential or otherwise) that specify actions to betaken by that machine. In a particular embodiment, the computer system700 can be implemented using electronic devices that provide voice,video or data communication. Further, while a single computer system 700is illustrated, the term “system” shall also be taken to include anycollection of systems or sub-systems that individually or jointlyexecute a set, or multiple sets, of instructions to perform one or morecomputer functions.

The computer system 700 may include a processor 702, such as a centralprocessing unit (“CPU”), a graphics processing unit (“GPU”), or both.Moreover, the computer system 700 can include a main memory 704 and astatic memory 706 that can communicate with each other via a bus 708. Asshown, the computer system 700 may further include a video display unit710, such as a liquid crystal display (“LCD”), an organic light emittingdiode (“OLED”), a flat panel display, a solid state display, or acathode ray tube (“CRT”). Additionally, the computer system 700 mayinclude an input device 712, such as a keyboard, and a cursor controldevice 714, such as a mouse. The computer system 700 can also include adisk drive unit 716, a signal generation device 718, such as a speakeror remote control, and a network interface device 720 to communicatewith a network 726. In a particular embodiment, the disk drive unit 716may include a computer-readable medium 722 in which one or more sets ofinstructions 724, such as software, can be embedded. Further, theinstructions 724 may embody one or more of the methods or logic asdescribed herein. In a particular embodiment, the instructions 724 mayreside completely, or at least partially, within the main memory 704,the static memory 706, and/or within the processor 702 during executionby the computer system 700. The main memory 704 and the processor 702also may include computer-readable media.

Embodiments described herein can be used to allow diagnosis of a videocondition to be performed at a CP. In an embodiment, a customer maynotice a video condition at the CP. The customer can notify the serviceprovider, which in turn can activate a diagnosis sequence with the testcontroller 402. The customer can be prompted for input using a set ofquestions, and the customer can provide answers or other input to thequestions. The customer can stay within his or her building and providethe input requested. The customer does not need to visit an office ofthe service provider or make an appointment to meet with a technician atthe CP. Also, the information collected can be in a format that can bemore readily used by the computer system or employee of the serviceprovider. Thus, the video condition experienced by the customer may bemore quickly addressed and resolved because the location of the cause ofthe video condition may be isolated more quickly.

Additionally, the customer's input at the time the video conditionoccurs may address more effectively intermittent or difficult toreplicate video conditions. When the video condition occursintermittently or is difficult to replicate, the method can allow for amore real time diagnosis of the video condition. Thus, customerfrustration due to a service provider's inability to diagnose the videocondition at a later time because the video condition occursintermittently or is difficult to replicate may be obviated.

If a customer does not to use the method or if the service providerwants to check a particular CP to ensure repairs have been performed, atechnician can be dispatched to the CP. The technician can attach theservice provider equipment 308 to the NID 304 to perform the actionsthat could otherwise be performed by the customer. The technician mayuse other service provider equipment or perform other tests when at theNID 304. In this manner, the technician does not need to enter abuilding on the CP, and therefore, an appointment with the customer isnot needed.

Many different aspects and embodiments are possible. Some of thoseaspects and embodiments are described below. After reading thisspecification, skilled artisans will appreciate that those aspects andembodiments are only illustrative and do not limit the scope of thepresent invention.

In a first aspect, a test controller can be operable to a videocondition experienced at a customer premises. The test controller caninclude a port and a processor. The port can be coupled to the customerpremises. The processor can be operable to activate a diagnosissequence, send a set of questions to equipment at the customer premises,and isolate a cause of the video condition to a portion of the networkin response to receiving responses from the customer premises to the setof questions.

In an embodiment of the first aspect, activate the diagnosis sequence isconfigured to be performed in response to receiving the notification ofthe video condition at the customer premises. In another embodiment, theset of questions include which types of channels have problems withvideo. In a particular embodiment, isolate the cause includes, when thetype of channels affected is national broadcast channels, the portion ofthe network includes transmission equipment used to transmit thenational broadcast channels to the customer premises, when the type ofchannels affected is local broadcast channels, the portion of thenetwork includes transmission equipment used to transmit the nationalbroadcast channels to the customer premises, and when no channels areaffected, the portion of the network includes a video-on-demand system.In another particular embodiment, the set of questions includes whichtypes of channels at the customer premises are not displaying videosignals. In still another particular embodiment, the set of questionsincludes which types of channels at the customer premises are displayingdistorted video signals. In a further embodiment, the video condition isrelated to a packetized video broadcast stream.

In a second aspect, a system can be operable to diagnose a videocondition experienced at a first customer premises. The system caninclude a first network interface device at a first customer premises, avideo access device coupled to the first network interface device, and atest controller that is coupled to the video access device. The testcontroller can be operable to activate a diagnosis sequence, send a setof questions to the first customer premises, and isolate a cause of thevideo condition to a portion of the network in response to receivingresponses from the first customer premises to the set of questions.

In an embodiment of the second aspect, the customer premises includes abuilding and equipment within the building, and the network interfacedevice at the first customer premises, wherein the network interfacedevice lies along a transmission path between the video access deviceand the equipment. In another embodiment, the system further includesequipment that is coupled to the network interface device and is notdisposed within a structure at the customer premises, wherein thenetwork interface device lies along a transmission path between thevideo access device and the equipment.

In still another embodiment of the second aspect, the video condition isrelated to a packetized video broadcast stream. In a particularembodiment, the system further includes a broadcast channel multiplexerand a local channel multiplexer, wherein the video access device iscoupled to each of the broadcast channel multiplexer and the localchannel multiplexer. In a more particular embodiment, the system furtherincludes a video-on-demand server coupled to the video access device.

In a further embodiment of the second aspect, the system furtherincludes a first network interface device at the first customerpremises, and a second network interface device at a second customerpremises. The video access device can be coupled to the first and secondnetwork interface devices. The test controller can be further operableto send another set of questions to the second customer premises, andisolate a cause of the video condition to the video access device or thefirst customer premises in response to receiving responses from thesecond customer premises to the other set of questions.

In a third aspect, a method of diagnosing a video condition experiencedat a first customer premises can include receiving notification of avideo condition experienced at the first customer premises based onvideo content transmitted over a network, and sending a set of questionsto equipment at the first customer premises. The method can also includereceiving responses from the first customer premises to the set ofquestions, and isolating a cause of the video condition to a portion ofthe network.

In an embodiment of the third aspect, activating the diagnosis sequenceis performed in response to receiving the notification of the videocondition at the first customer premises. In another embodiment, the setof questions include which types of channels have problems with video.In a particular embodiment, isolating the cause includes, when the typeof channels affected is national broadcast channels, the portion of whenthe type of channels affected is national broadcast channels, theportion of the network includes transmission equipment used to transmitthe national broadcast channels to the first customer premises, when thetype of channels affected is local broadcast channels, the portion ofthe network includes transmission equipment used to transmit thenational broadcast channels to the first customer premises, and when nochannels are affected, the portion of the network includes avideo-on-demand system. In another particular embodiment, the set ofquestions includes which types of channels at the first customerpremises are not displaying video signals. In a further particularembodiment, the set of questions includes which types of channels at thefirst customer premises are displaying distorted video signals.

In still another embodiment of the third aspect, receiving the responsesincludes receiving the responses from equipment within a building at thefirst customer premises. In yet another embodiment, receiving theresponses includes receiving the responses from equipment coupled to thenetwork, and the equipment is at the first customer premises and notdisposed within a building at the first customer premises. In a furtherembodiment, the method further includes sending another set of questionsto a second customer premises, and receiving responses from the secondcustomer premises to the other set of questions, wherein isolating thecause including isolating the cause of the video condition to the videoaccess device or the first customer premises in response to receivingresponses from the second customer premises to the other set ofquestions. In still a further embodiment, the video condition is relatedto a packetized video broadcast stream.

A processor readable medium can include code. The code can includeinstructions for a processor to carry out any part or all of the methodsdescribed herein.

Note that not all of the activities described above in the generaldescription or the examples are required, that a portion of a specificactivity may not be required, and that one or more further activitiesmay be performed in addition to those described. Still further, theorder in which activities are listed are not necessarily the order inwhich they are performed.

The illustrations of the embodiments described herein are intended toprovide a general understanding of the structure of the variousembodiments. The illustrations are not intended to serve as a completedescription of all of the elements and features of apparatus and systemsthat utilize the structures or methods described herein. Many otherembodiments may be apparent to those of skill in the art upon reviewingthe disclosure. Other embodiments may be utilized and derived from thedisclosure, such that structural and logical substitutions and changesmay be made without departing from the scope of the disclosure.Additionally, the illustrations are merely representational and may notbe drawn to scale. Certain proportions within the illustrations may beexaggerated, while other proportions may be minimized. Accordingly, thedisclosure and the figures are to be regarded as illustrative ratherthan restrictive.

The abstract of the Disclosure is provided with the understanding thatit will not be used to interpret or limit the scope or meaning of theclaims. In addition, in the foregoing Detailed Description of theDrawings, various features may be grouped together or described in asingle embodiment for the purpose of streamlining the disclosure. Thisdisclosure is not to be interpreted as reflecting an intention that theclaimed embodiments require more features than are expressly recited ineach claim. Rather, as the following claims reflect, inventive subjectmatter may be directed to less than all of the features of any of thedisclosed embodiments. Thus, the following claims are incorporated intothe Detailed Description of the Drawings, with each claim standing onits own as defining separately claimed subject matter.

The above disclosed subject matter is to be considered illustrative, andnot restrictive, and the appended claims are intended to cover all suchmodifications, enhancements, and other embodiments which fall within thescope of the present disclosed subject matter. Thus, to the maximumextent allowed by law, the scope of the present disclosed subject matteris to be determined by the broadest permissible interpretation of thefollowing claims and their equivalents, and shall not be restricted orlimited by the foregoing detailed description.

What is claimed is:
 1. A method comprising: sending, by a systemincluding a processor, a first query to first equipment at a firstcustomer premises; receiving, by the system, first responses to thefirst query from the first equipment at the first customer premises;sending, by the system, a second query to second equipment at a secondcustomer premises; receiving, by the system, second responses to thesecond query from the second equipment at the second customer premises;and isolating a cause of a video condition at the first customerpremises in response to receiving the second responses.
 2. The method ofclaim 1, wherein the first query comprises requesting information toenable identification of channels at the first customer premises thatare not displaying video signals.
 3. The method of claim 1, wherein thefirst query comprises requesting information to enable identification ofchannels at the first customer premises that are displaying distortedvideo signals.
 4. The method of claim 1, wherein the first query isassociated with a channel not displaying video content.
 5. The method ofclaim 1, further comprising: receiving, by the system, a notificationassociated with the video condition at the first customer premises; andidentifying, by the system, the video condition based on thenotification.
 6. The method of claim 1, further comprising correlatingchannels with problems to a database having customer information,wherein the video condition is associated with video content transmittedover a network.
 7. The method of claim 1, wherein the first querycomprises requesting information to detect channels at the firstcustomer premises that are experiencing the video condition.
 8. Themethod of claim 1, wherein the first equipment is located within abuilding at the first customer premises.
 9. The method of claim 1,wherein the video condition is related to a packetized video broadcaststream.
 10. A computer-readable storage device comprising computerinstructions, which responsive to being executed by a processor at afirst customer premises, cause the processor to perform operationscomprising: receiving a first query associated with a video conditionexperienced at the first customer premises; and providing firstresponses to the first query to a server thereby enabling the server toobtain second responses to a second query provided to second equipmentat a second customer premises, wherein a cause of the video condition isisolated to a portion of a network based on the second responses. 11.The computer-readable storage device of claim 10, wherein the operationsfurther comprise: when channels affected are national broadcastchannels, the portion of the network is identified as transmissionequipment used to transmit the national broadcast channels to the firstcustomer premises; when the channels affected are local broadcastchannels, the portion of the network is identified as transmissionequipment used to transmit the national broadcast channels to thecustomer premises; and when the local broadcast channels and thenational broadcast channels are not affected, the portion of the networkis identified as a video-on-demand system.
 12. The computer-readablestorage device of claim 10, wherein the operations further compriseproviding a notification of the video condition to the server.
 13. Thecomputer-readable storage device of claim 12, wherein the providing ofthe notification to the server causes the server to provide the firstquery to the processor.
 14. The computer-readable storage device ofclaim 10, wherein the first query comprises requesting information toenable detecting channels experiencing the video condition.
 15. Thecomputer-readable storage device of claim 10, wherein the first querycomprises requesting information to enable identification of channelsthat are not displaying video signals.
 16. The computer-readable storagedevice of claim 10, wherein the first query comprises requestinginformation to enable identification of channels that are displayingdistorted video signals.
 17. A system comprising: a port coupled withfirst and second customer premises over a network; a memory to storecomputer instructions; and a controller which executes the computerinstructions to perform operations comprising: obtaining a notificationassociated with a video condition at the first customer premises;sending a first query to first equipment at the first customer premises;receiving first responses to the first query from the first equipment;sending a second query to second equipment at a second customerpremises; receiving second responses to the second query from the secondequipment; and isolating a cause of a video condition at the firstcustomer premises in response to receiving the second responses.
 18. Thesystem of claim 17, wherein the isolating of the cause of the videocondition comprises isolating a portion of the network and furthercomprising: when channels affected are national broadcast channels, theportion of the network is identified as transmission equipment used totransmit the national broadcast channels to the first customer premises;when the channels affected are local broadcast channels, the portion ofthe network is identified as transmission equipment used to transmit thenational broadcast channels to the customer premises; and when the localbroadcast channels and the national broadcast channels are not affected,the portion of the network is identified as a video-on-demand system.19. The system of claim 17, wherein the first equipment is not locatedwithin a building at the first customer premises.
 20. The system ofclaim 17, wherein the first query comprises identifying channels at thefirst customer premises that are not displaying video signals.